What Is Workforce Optimization? Benefits And Strategies

Workforce optimization is a practice that organizations use to improve their workforce’s efficiency and productivity. By optimizing the workforce, companies can improve their overall performance, reduce costs, and increase revenue. 

There are several components to workforce optimization, including workforce planning, scheduling, forecasting, and performance management. 

Workforce planning involves identifying the skills and competencies that are needed to achieve the company’s goals and determining how many employees are required to meet those needs. 

Scheduling involves creating a schedule that maximizes efficiency and productivity while ensuring that all necessary tasks are completed on time. 

Forecasting involves predicting future trends and adjusting the workforce to meet those trends. Performance management involves setting goals, monitoring progress, and providing feedback to employees to improve their performance. 

☛Workforce Optimization Definition

A collection of tactics and strategies known as “workforce optimization” (WFO) aims to use data to increase organizational and employee productivity while lowering costs. 

  • The success of the organization is the main objective. WFO affects all facets of the business, including marketing and finance. 
  • To achieve the best possible results, it is important to streamline all employee and departmental processes. 
  • For instance, all teams in Formula One (F1) use essentially the same setup and vehicles. Teams that can maximize all of their teams, vehicles, drivers, mechanics, engineers, and departments for success are typically the ones that succeed.
  • One of the key benefits of workforce optimization is that it allows companies to operate more efficiently. By optimizing the workforce, organizations can reduce costs by eliminating unnecessary resources and streamlining processes. 
  • This can lead to increased profitability and a more competitive position in the market. Additionally, workforce optimization can lead to improved employee retention and morale, as employees feel valued and can work more effectively. 
  • When fully implemented, WFO lowers costs, enhances operational effectiveness, boosts output, maximizes technology investments, enhances customer services, enables process automation, lowers error, and offers in-depth insights into every facet of an organization.
  • WFO is widely used in contact or call centers, retail, as well as the manufacturing logistics sector. Nevertheless, it has grown in acceptance and usefulness across all roles and industries, regardless of the nature of the work.
  • Overall, workforce optimization is an important practice for any organization that wants to improve its performance and stay competitive. By aligning the workforce with the company’s strategic objectives, companies can improve efficiency, reduce costs, and increase revenue.

☛Ultimate Goal Of Workforce Optimization 

Workforce optimization aims to align the workforce with the company’s strategic objectives. 

This involves analyzing the workforce’s strengths and weaknesses, identifying areas of improvement, and implementing strategies to address those areas. 

☛History of Workforce Optimization: A Look Back and Ahead

Contact centers were viewed as cost centers and a necessary evil in the industry’s early years. 

While this outmoded perception of the contact center may persist in a few lone areas, most businesses today see the genuine value the contact center can bring to the company and are making the necessary investments to reap even larger rewards.

The contact center is frequently the only point of customer interaction with any brand in the modern virtual marketplace. 

To stand out from the competition, forward-thinking businesses must put their best foot forward and provide clients with a great contact center experience.

☛Why Your Business Needs Workforce Optimization Now

The greatest information available to your staff will enable them to make the best judgments possible, which is something you need from them. 

  • The finest workers for the project are scheduled and prepared to take on it thanks to workforce optimization, which also increases customer satisfaction. It quickly compiles information and distributes it to the right individuals for implementation.
  • Imagine the following scenario: Even though you work during peak times, clients complain that their demands aren’t being handled quickly enough. None of your employees in the middle are aware that the finished result isn’t what they requested. 
  • You don’t know who is best at specific jobs or how to maximize each employee’s skills because you have too many or too few—and the wrong—workers.
  • You can only make use of the limited knowledge you have assembled yourself because it’s a free-for-all situation. Even after working extra hours and being weary, your staff is unable to meet demand. In the end, you’re left with higher expenses and dissatisfied clients.
  • Workers are dependable and have good communication skills. They can obtain that information and take appropriate action if the finished product does not satisfy the initial client request. Customers are happy; there aren’t too many or too few personnel working the floor.

☛Workforce Optimization in Work Centers: How It Fits

While WFO is frequently seen as only one part of a contact center, it is more realistic to think of WFO as the binding agent for a productive contact center. 

When clients first connect with an Interactive Voice Response (IVR) system, successful firms have a defined WFO strategy in place. 

The prompts and menus in this system should be created with the end user in mind, making it simple and quick for them to find the information they require. 

If a business can provide the information automatically through the IVR without using an agent, they will save money, but more significantly, the customer will save time.

Whenever it does become necessary to transfer a call to a live agent, WFO-focused organizations will fully utilize the power of their Automatic Call Distribution (ACD) system to ensure that the customer is delivered to the person who can handle the request as quickly and efficiently as feasible. 

Today’s ACD platforms are highly capable; they make decisions in real-time to ensure that contacts are routed in the most efficient manner possible at any given time of day, using the resources that are available to the fullest.

?️‍?Workforce Optimization Benefits

Helps to reduce costs 

Both overstaffing and understaffing, resulting in lost revenue due to subpar customer service, can be avoided. 

It reduces costs and opens up the potential for upselling and cross-selling. WFO that automates the business offers in-the-moment direction and useful insights for income prospects.

Enhanced Client’s Services 

Clients receive assistance, and their questions are immediately and effectively answered. This results in a positive consumer experience. 

WFO enables you to evaluate customer communications, comprehend consumer behavior’s underlying causes, and put client retention tactics into practice.

 WFO software enables businesses to learn more about their customers’ preferences and how well they can meet their needs. 

It helps a company to react to consumer concerns more quickly, increase customer happiness, and do so. A satisfied customer is probably going to buy from you again.

It creates new opportunities.

With the development of new prospects and products, WFO fosters internal career progression. 

It enables workers to operate at their peak capacity, which raises the possibility of up or down promotion within the company. Customer satisfaction rises when employee satisfaction does.

Enhanced efficiency 

A higher level of production and efficiency – always the proper amount of workers.

An accurate picture of employee time and attendance is available to organizations. As a result, they can efficiently handle client needs. 

WFO enables firms to determine whether they need to hire temporary workers or use new technologies that might assist them with the increased workload, for instance, during peak seasons.

?Workforce Optimization Software/tools

Bigger firms would benefit from workforce optimization software because it would be impractical to conduct analysis and improvements manually. 

WFO software is a program that enables the optimization of numerous aspects of workplace efficiency.

It can assess the business’s demands based on various variables, such as the number of employees, peak hours, availability, budget, talents, labor regulations, and contract agreements. This allows it to forecast, schedule, evaluate, and optimize the workforce.

Many companies offer WFO software. They should particularly:

Possess a good user interface 

Decisions are made in real-time, and a complicated user interface would only make them more difficult. It ought to have contemporary aesthetic and real-time updates.


WFO software tends to be pricey, so when choosing one, be sure it includes all the controls you require in addition to other benefits (e.g., good customer services, a mobile app, and new version releases).


This is most likely the most significant factor. It should interact with common HR apps and speak to the company’s internal systems (e.g., SAP, Sage, BambooHR, etc.).


It is crucial that the workforce optimization solution can be expanded across the company, in various departments, and for various types of work.

Use Scheduling software

Scheduling software can narrow gaps and lessen overlap, similar to attendance. It eliminates the need to create schedules and account for employee availability manually. It also gives you 24/7 access to schedules if you need to make changes. 

Instead of scheduling based solely on who is available, you can guarantee that the most qualified individuals for the job are present when you need them most by combining all the information you require in one location—employee availability, time off, skills, attendance data, and performance. 

To make the scheduling process as simple as possible, some scheduling software can even automatically allocate available shifts for you to check and publish.

?Workforce Optimization Strategies

You must spend money on both your staff and your technology to successfully implement workforce optimization in the workplace.

 Let’s look at various tactics and recommended procedures for optimizing the workforce:

Develop a customer-focused mindset 

The best customer service may be delivered most effectively through workforce optimization. While having fewer personnel on a shift allows you to pay them less, it may also result in diminished customer service. 

Hence, constantly consider how this may affect your customers. And take into account what outside data is showing.

Providing necessary tools to employees 

In this way, you’re giving the employees the tools they need to execute their jobs well and quickly. Consider knowledge databases, gaming applications, etc. 

For instance, if a company anticipates a rise in customer instant messaging inquiries, it should offer training so that customer support representatives can become proficient in this area. 

Nevertheless, if you’re introducing a brand-new product to the market, give your customers the abilities they need to promote, upsell, and discover additional cash streams.

Analyze and evaluate 

Constantly evaluate your WFO tactics and procedures. The answers a firm makes to changing products and consumer needs should also be. 

An organization will be on top of what is happening with its client base and whether the workforce is optimized to meet those needs if they conduct monthly, quarterly, and annual reviews.

Set practical and achievable goals. 

WFO makes it possible to gather data and insights, setting performance benchmarks. Based on this, employers should have realistic expectations for their staff. 

For instance, if data shows that seven client calls can be handled on average per hour in a contact center, it should be the expected standard. 

But, you also need to take into account other aspects like dealing with a challenging client, lunch breaks, and a large number of staff working, so the strategy should always be agile.

Matching skills to the job 

Some duties will be more adeptly performed by specific personnel than by others. Because of this, you must thoroughly understand the talents your employees possess (using tools like a skills inventory and a skills taxonomy), the activities that need to be completed, and the materials needed to complete them.

Using talents allows your employees to work more effectively, which raises engagement levels.

?Workforce Optimization Examples

Are you trying to maximize the output of your team? WFO, or workforce optimization, can assist you in achieving this.

WFO is the process of managing and aligning a company’s personnel with its corporate objectives in order to increase productivity and effectiveness. We’ll look at workforce optimization examples here that you might use in your company.

Implement Real-Time Schedule Adherence

The real-time schedule adherence (RTSA) technique for workforce optimization enables managers to track staff schedule adherence in real-time.

Managers can spot problems and respond right away thanks to RTSA technologies, which offer real-time feedback on agent performance. By ensuring that staff are working when they should, this method can assist in increasing productivity.

Use Workforce Management Software

Workforce management software (WFM) is a tool that assists managers in optimizing their workforce by automating the scheduling process, predicting staffing needs, and monitoring employee performance.

Managers can boost productivity and cut labor expenses by using WFM software to make better scheduling decisions.

Use Performance Management Techniques

Performance management is a technique that entails establishing specific objectives and benchmarks, keeping a close eye on workers’ progress, and offering feedback and coaching.

Managers may assist employees in understanding what is expected of them and how they can enhance their performance by implementing performance management approaches. Increased productivity and job satisfaction may result from this.

Implement Quality Management

The quality management approach aims to raise the standard of employee work. This might involve implementing quality control procedures, monitoring client interactions, and giving staff members feedback and coaching.

Managers may increase productivity overall, decrease mistakes and rework, and increase customer satisfaction by raising the caliber of the work done by their staff.

Implement Workforce Analytics

Using data to analyze and improve employee performance is known as workforce analytics. Managers can spot patterns and opportunities for improvement by analyzing data on employee performance.

Managers may use workforce analytics to aid them in making data-driven decisions on hiring, training, and other workforce management-related activities. This may result in higher productivity and cheaper labor.


What are some key components of workforce optimization?

Key components of workforce optimization include workforce management, quality management, performance management, and analytics.

Each of these components plays a crucial role in improving workforce efficiency, productivity, and effectiveness.

What types of businesses can benefit from workforce optimization?

Any business that relies on a workforce to deliver products or services can benefit from workforce optimization.

This includes businesses in industries such as healthcare, finance, retail, and telecommunications.

What are some common challenges businesses face when implementing workforce optimization?

Some common challenges businesses face when implementing workforce optimization include employee resistance, difficulties in integrating different technologies and processes, and data quality and accuracy issues.

However, these challenges can be overcome with the right strategies and tools.

What role does technology play in workforce optimization?

Technology plays a crucial role in workforce optimization, providing businesses with tools to manage workforce scheduling, monitor performance, and analyze data.

Advanced technologies such as artificial intelligence and machine learning are increasingly being used to improve workforce optimization.

What are some future trends in workforce optimization?

Future workforce optimization trends include the use of artificial intelligence and machine learning to automate workforce management, the adoption of cloud-based workforce optimization solutions, and an increased focus on employee well-being and work-life balance.

More To Explore:

Was this article helpful?

Leave a Comment